Affinity Water Avis 

Customer service, knowledge of Call handler and the Call handler not being in some overseas Call Centre.

I received a message from Becky with no telephone number, so I wrote another review (complaining about my treatment) and received a reply from Holly. Regretfully still no telephone number. Two nice messages. Could someone please tell me what telephone number I should call (and what department it is the telephone number of) I would like to have a productive and agreeable conversation with somebody please. Someone called me yesterday (24/8/26) but I was in the middle of something. Unfortunately he did not call back. I tried to call back twice, but your computer said there was no-one I could talk to!
Could you please make sure that I receive copies of all the calls between myself and Affinity.
I did send an email to you on 18/08/2026 but have not yet received a reply.
Please let me have the telephone number I should call. Thank you.
Regards
Paul Partridge

Dear Affinity Water,
Your recent hosepipe‑ban emails are unnecessarily patronising. If Affinity Water devoted the same energy to repairing the countless leaks across your network as you do to lecturing customers, we wouldn’t be in this situation. Households are being asked to "do their part" while your infrastructure continues to waste millions of litres daily. And honestly, don’t get me started on the water bills — customers are paying more every year while your network leaks like a sieve.
If Affinity Water truly cared about its customers, you might consider trimming the oversized salaries of your highest‑paid executives, instead of squeezing households with rising bills and condescending messaging.
Please focus on fixing your own system before issuing more hollow reminders.
Kind Regards

This must rank among the worst utility companies in the UK, worse even than Thames Water. Website never works, just hangs there, poor customer service, bills not sent on time, threatening customers with disreputable doorstep collectors, multiple leaks on their unserviced pipe network, need to be reported to ofwat, but don’t hold your breath!

I phoned up about 2.00pm to advise of a burst pipe/leak, as in water coming out at quite a speed from the pavement manhole. The gentleman asked a few quick questions to establish if this had been reported previously. The next day I didn't see any employees, I can't see from my property, but the leak had been stopped and had barriers and cones now shielding this area, and I believe that within 48 hours all work had been completed. So I would say that's good, especially with the current weather I'm pretty sure this would not have been the only leak reported.

I would also like to add, that whenever I have phoned Affinity Water, everyone has always been polite, professional, cheerful, friendly, helpful and knowledgeable.
And for me, not being the most ‘techy’ or a confident computer user, to be able to speak to human beings with any queries etc is very much appreciated, so thankyou for that.

Contacted about the use of hosepipe as a pensioner, with health issues. Very understanding and helpful, with a satisfactory result. Very pleased with service and outcome.

Great customer service and information proficiency on point

What a joke Affinity Water are. Months I’ve been trying to sort out my billing as now I’m not working. Bills are extremely high and I’m a very low household but they can do nothing about it. Customer service is disgraceful and extremely unhelpful. A change in someone’s circumstances and trying to get help to sort things out is not to be judgemental and patronising which customer service are. I set up a direct debit online only to find Affinity Water have taken £129 from my account today. NO notification this had been set up and NO notification of the amount my monthly payments would be. Shame on you Affinity Water, crap utilities company, sort out your staff, have qualified accounts and billing staff who know what they are doing, and customer service need bloody good training on how to deal with customers.

Affinity Water Rocks

Very disappointing experience with Affinity Water. The website is extremely difficult to use, and I currently have no access to my account information or my bills. I cannot properly view or manage my billing details, which makes it very difficult to keep track of my account.

For a water company, having reliable online access to customer information and bills should be basic. I hope Affinity Water improves its website and restores proper access to customers’ accounts.

I complained and reviewed Affinity Water previously. They installed a water meter at my property but didn't tell me where. They read it for several years then complained to me that it was overgrown and I needed to clear it. When I complained they sent someone out who told me they couldn't find it (even though they installed it and have been reading it for a few years). After my last complaint and them "reaching out to me" I raised a complaint. I was told if I didn't ring to arrange an appointment before 13th August they'd close my complaint.

I arranged an appointment before then made sure this was noted as part of my complaint. Yet they still closed my complaint despite being unresolved. When I complained the staff were exceptionally rude, telling me that in fact I own the meter (lies, they are owned by the company) and I am responsible for keeping it clear even though it's on someone else lands (that Affinity have legal access to but I don't) and they expect me to ensure it is clear each time they come to read the meter (which they don't tell me when they are going to do) and if I want the meter moving they will charge me over £1000 for the privilegae.

Oh and they moved me to the high rateable value tariff (5+ bedrooms, which it isn't) rather than asssed charges until it is resolved.

Their complaints process is a joke. I previously raised a complaint by phone but they didn't actually log it as such (which they have admitted), WhatsApp support is useless, 40+ minutes between responses and their online complaint form only accepts 100 character (not words) so deliberatly made to be of no use. The only way I can actually get a complaint raised is to send them a letter by post with signature!

It's very important
With every company to have good staff and that's exactley
What affinity water has got
I have always found the staff to be very polite and very helpful
They will as always do there best to resolve the problem fast

Reported a meter cover stuck up at a trip angle on the pavement outside a front door. Within a coule of hours the cover was replaced and the trip hazard eliminated.

Absolutely appalling experience with Affinity Water. Our bills seem to fluctuate constantly, despite our water usage being virtually the same and in recent months, we have actually used less water, yet our bills have continued to increase without any clear warning or explanation.

The customer service is just as bad. Every time we call, we seem to get a different answer depending on who we speak to. There is absolutely no consistency, and it often feels as though the staff haven't been properly trained or don't understand the billing system themselves. You're left speaking to someone who simply doesn't seem to have a clue what's going on, while you're trying to resolve an issue with your own money.

This isn't the first time either. On several occasions, we have been overcharged, only to receive a refund and then see our bills increase again just a few months later. At this point, it is incredibly frustrating and difficult to understand how the charges are being calculated.

What makes it even worse is that households have no choice of water supplier. We are essentially stuck with Affinity Water and cannot shop around for a better service or price.

It is incredibly frustrating to see ordinary households struggling with rising costs while water companies continue to make millions. Customers deserve clear, transparent and fair billing, not unexplained increases and repeated overcharging.

Very disappointed with Affinity Water and the lack of choice available to customers. This situation needs far greater transparency and accountability.

It was sorted but lengthy discussion and held on phone for a very long time

I’ve been with affinity water for over 30 years I get my bill pay mounthly and pay before next bill hard times disabled husband works I can’t anymore got rods et in my neck . On checking new app string up payments before next bill which is up to date only 137 to pay there letting debt collectors sort it out why I’m not behind on time . I’m sick to death being treated this way when I pay my bills and it’s hard no capped amount not on benifits yet affinity water even in message said it’s sorted it’s not what the hell so upset depresses me I have to deal with this while having ill health my husband working hard

Waste charges too high. Not fair as barely use any water but bill too high. Hosepipe ban out of order
Fix your leaks build your reservoirs and stop ripping your customers off

I recently moved into my new home and I am extremely disappointed with Affinity Water. I am currently being charged a fixed rate of £86 per month because there is no water meter installed. This is incredibly unfair. Both my wife and I work and are out of the house for most of the day, meaning our water usage is very low. At my previous property, our metered bill was only £15-£20 a month. It makes absolutely no sense to pay four times that amount for water we aren't even using! I urgently need Affinity Water to come and install a water meter at my property so I can pay for what I actually use, rather than an arbitrary and expensive fixed charge.

The response was timely and the experienced operative cleared the water over the meter quickly and explained it looked like rainwater seeping in from above.IUt has not recurred